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Honoured Member

So what can be the new low in customer service industry? Hurling choicest abuses and manhandling a customer? I was surprised after having watched this video. Even if the customer made a fault or even if he abused, things could have been handled in a way way better manner, but here are two sales guys who directly thrashed the customer

V8

In any case, this has absolutely nothing to do with Jeep, the car manufacturer. To those who are spreading this around, please note. The Jeep car company should not be judged by this, nor are they answerable beyond a point. People sometimes overstretch their expectations and social media has made them completely irresponsible. Jeep can reprimand the dealer at the most, but is more answerable for an engine or airbag failure than for an altercation between dealer and customer. Lets stay focused on the core issues please !

Honoured Member

Nothing more is either expected from Jeep. Brand building is not something where you stand up and say "oh, my authorised dealer screwed you? Okay, go and screw them".

Brand building is a long exercise where dealers do play a huge role in making or killing of a brand, several such examples in history. So, simply saying that Jeep has nothing to few things to do with it all is not just redundant, but meaningless too to some extent. It is more of a service industry where you get a product bundled to a couple of services, and the dealer is nothing but an extension of the brand; it is the brand these days which defines the dealership experience by deciding the factors like dealership design, ambience and even the staff behavioral patterns and hence if a customer is facing such an experience, he/ she has all the rights to approach the brand.

V8

So what can be the new low in customer service industry? Hurling choicest abuses and manhandling a customer? I was surprised after having watched this video. Even if the customer made a fault or even if he abused, things could have been handled in a way way better manner, but here are two sales guys who directly thrashed the customer

Shocker. Even if the man wearing Safari suit was wrong, the Video shows TOTAL lack of maturity on the part of many wearing Coat-Suit. For me, a debate on 'who is right and who is wrong' is trivial NOW. Thrashing a guy sitting ALONE... that too from BEHIND ??? A MAN does not do THAT.

Let us say, there is an argument between a Customer and their Sales Rep, due to miscommunication on the price of some accessories, resulting in Customer required to pay more money. It happened to me, on the price of seat covers. If Customer refuses to pay, will they beat him up ???

Before selecting a Verna (in Nov/Dec 2012), I made calls for TD, to Renault (for Duster) and VW (for Vento). Both never bothered to even CALL BACK. In past five years, I have NEVER recommended a Renault or VW Product to anyone. PERIOD. You JEEP Guys, you noting this point ? THIS is HUMAN nature.

That Showroom Gentleman with Folded hands at 1:13 Min (in the first Video). THAT is OUR Indian Culture. My respects to YOU, Sir.

V4

Well said.I think JEEP has a very important role to play in building up their brand.
This kind of behaviour, however provocative the customer would have been, should not be tolerated, especially within the premises of the showroom.
Just wearing suit and coat will not do.
In fact, going slightly offtopic, I wonder, in our hot tropical climate, with temparutes soaring and minimal air conditioning facilities, what is the real need for wearing suit coat and tie.
Why cant companies provide a dress code that is suitable for our climate instead of aping the west, where the climate is very cold.Now I myself am not immune to this phenomenon having worn two different suits for my wedding and reception.

V8

Nothing more is either expected from Jeep. Brand building is not something where you stand up and say "oh, my authorised dealer screwed you? Okay, go and screw them".

Brand building is a long exercise where dealers do play a huge role in making or killing of a brand, several such examples in history. So, simply saying that Jeep has nothing to few things to do with it all is not just redundant, but meaningless too to some extent. It is more of a service industry where you get a product bundled to a couple of services, and the dealer is nothing but an extension of the brand; it is the brand these days which defines the dealership experience by deciding the factors like dealership design, ambience and even the staff behavioral patterns and hence if a customer is facing such an experience, he/ she has all the rights to approach the brand.

Yes, agreed that brand building is a complex exercise where such incidents are to be taken cognizance of- but my point is on the other side, where prospective customers immediately react against the product company for something that's not caused by them. And usage of social media does provoke exaggerated responses.

Honoured Member

Good to know atleast Jeep India is aware of this incident. For a relatively new brand like Jeep, the action on this issue, will go a long way in deciding the brand's approach towards it's customers and it's outlook towards customer service.

Honoured Member

The incident is said to have happened in New Delhi. As per details with us (not officially acknowledged by Jeep India yet), a Compass SUV developed issues due to a manufacturing defect. The owner, a ### worker, approached the showroom and was told the car will be repaired in 10-15 days. The vehicle was sent to Gurgaon but the issue couldn’t be rectified.

The car was sent back to Moti Nagar outlet. When the owner went there to have a check, he was surprised see that the car was parked idle and was not attended to. Naturally, he was furious. It is known that the owner vented his anger on the staff and also abused them. The staff in turn got violent and as seen in the video, attacked the owner.

V8

Did some digging and found this ---> The incident is said to have happened in New Delhi. As per details, a Compass SUV developed issues due to a manufacturing defect. The owner, a political party worker, approached the showroom and was told the car will be repaired in 10-15 days. The vehicle was sent to Gurgaon but the issue couldn’t be rectified. The car was sent back to Moti Nagar outlet. When the owner went there to have a check, he was surprised (to) see that the car was parked idle and was not attended to. Naturally, he was furious. It is known that the owner vented his anger on the staff and also abused them. The staff in turn got violent and as seen in the video, attacked the owner.
We are still not sure who is at complete fault. That said, an owner is bound to get angry when he receives such a treatment for a Rs 18 – 20 lakh vehicle. Update – this incident happened a month back .

Notes:
1. I removed the Political Party's name from above
2. The Video in Post # 1 here was uploaded on 29 Nov 2017 in YouTube.
3. The "manufacturing defect issue" is not yet officially acknowledged by Jeep India

PS: For one of the services, my car was sent in the morning to Blue Hyundai, Rajaji Nagar, B'lore. Till late afternoon, they didn't bother to touch my Car. I asked them to return the Car and NEVER sent it to them again. Point is, I have multiple choices for Hyundai A$$ in B'lore and can go to a better A$$, if I get irritated at one A$$. Time Jeep India has more Dealers and A$$ at each of the major Cities to avoid "Dear/Service Center Complacency".